BI CVW CRM Call Log – Overview

Purpose

This view provides a detailed log of customer calls recorded in the CRM system. It combines call details with customer, operator, sales, and group information to help track communication activity, monitor performance, and analyze customer engagement.

What It Contains

The view pulls together the following key information:

• Date & Time Tracking
  

  • Current date, hour, weekday, month, and year (based on when the report runs).

  • Useful for time-based analysis, such as peak call times or seasonal trends.
    
    

• Customer Information
  

  • Customer Number

  • Customer Name

  • City and ZIP Code
    (for identifying and segmenting customers by location).
    
    

• Call Details
  

  • Call Type (e.g., inquiry, support, follow-up, etc.)

  • Call Duration

  • Call Log Number

  • Notes recorded during the call
    
    

• Employee Information
  

  • Operator handling the call

  • Sales Representative associated with the customer

  • Employee Group (department/team of the operator)

Business Uses

This view can support:

• Customer Service Analysis
  

  • Identify which types of calls are most common (support, complaints, follow-ups).

  • Track how long calls last and which teams handle them.
    
    

• Sales & Account Management
  

  • See which sales reps are engaging with which customers.

  • Review call notes to understand customer needs or issues.
    
    

• Operational Planning
  

  • Spot busy times (by hour, day, or month) to schedule staff more effectively.

  • Measure team and operator workload.
    
    

• Customer Insights
  

  • Analyze call activity by customer location (city/zip).

  • Support trend analysis for recurring issues.

Notes / Considerations

• Customer restriction details are commented out in this version and not included in the data set.

• All timestamps are based on the current system time (GETDATE()).

POR Tables

• CustomerFile

• GroupFile

• OperatorId

• CallLog 

• CallLogType 

• Salesman